Good: The professionals the day of our wedding were FANTASTIC! The DJ was amazing. The lighting was beautiful. Audio was great.
Bad: We got burned really bad by Mark and were forced to pay all but $100 for a photobooth we didn't want to have, and didn't get a full refund on that service in particular.
As background, we had a Disney fairytale wedding with a carousel at the reception, fanfare trumpeters, Cinderella pumpkin coach. We specifically inquired to Marx entertainment to have a green screen photobooth with the option of a Disney fireworks background. Mark agreed he could do it, we signed the contract, everyone was happy.
Just about a month before the wedding, Mark let us know his team had some legal concerns around using the Disney fireworks background for the photobooth and that he didn't feel comfortable doing it. Mark then sent over some UGLY random fireworks photo background that didn't go at all with our theme, and I told him on the phone I appreciated him trying to find a workaround but that we hated that background and did not want to use it. While we understood the legal predicament, we made VERY clear that if we could not use the Disney background, that we wanted to ax the entire photobooth. Mark agreed.
Long story short, there was much effort done on BOTH parties end trying to clear this with their legal team. We cleared it - yay!! (or so we thought and were told?) We confirmed the usage of that Disney fireworks background (a photo I had took and photoshopped) with their photo person via email a couple of days before the wedding. Again, we were more than understanding the entire time and really worked with them on this up until the last minute.
At the wedding, Marx Entertainment came and set up. During cocktail hour, the photobooth was open - we had trusted that everything would be fine given that we figured out the legal issue. It wasn't until my 3-year-old flower girl came to me with pictures of herself that we noticed the HORRIBLE UGLY NON-DISNEY FIREWORKS BACKGROUND WE SPECIFICALLY SAID WE HATED AND DID NOT WANT TO USE being offered as a background selection.
I immediately went up to the photobooth operator (very sweet and professional woman) and asked her to see all the backgrounds. THERE WAS NO DISNEY ONE THAT WE ALL HAD A HEADACHE OVER AND WAS CLEARED! I explained the situation to her calmly, as I know this wasn't her fault, and she immediately hopped on the phone to the office to see if there was anything they could do. I also alerted the DJ of the issue, and he offered to call the office too, but let him know the other person from his team already had.
The photobooth operator came over to my husband and I and apologized for the error on their staff's behalf, and stated that they can't do anything to fix it at the moment, but to definitely contact the office after the wedding to get it sorted out.
We did that. We let Mark know we were satisfied with everyone and everything except what happened with the photobooth, and that it was a major issue. He said "I'm sad to hear you were disappointed with the Green Screen after all of the work that was put into it", which I guess was his form of an apology?
He then admitted that there was confusion with the UGLY fireworks background he suggested vs. the Disney fireworks background we sent over most recently and spent so much time on. He said "I thought the fireworks picture was the one that we originally sent you, and now realize that you had attached a separate one. Because of time constraints and an absorbent amount of time put into this, I hope you can see where we are coming from."
Aka..he realized the screwed up, but didn't want to do anything about it because they spent a lot of time on it (despite at the end of the day clearly not delivering what we wanted or had sent).
As the bride and groom, we had also spent countless hours doing our own research, calling up Disney's copyright department, etc. for clearance to make Marx Entertaiment feel more comfortable delivering a service they promised. We were doing this a month before up until just a few days before our wedding! THE BRIDE AND GROOM SHOULD NOT BE RESPONSIBLE FOR FULFILLING A PROMISE THAT MARX ENTERTAINMENT SAID THEY'D GET DONE BEFORE EVEN SIGNING THE CONTRACT!
If there was confusion, why didn't they1) Outreach to the bride and groom for clarification, 2) Even think it was okay to use another background that we said we absolutely HATED when you sent it over as a suggestion. Mark said: "You were delivered a fantastic Green Screen production that was very popular at your wedding. There was a mix up of 2 different firework photos that went went back and forth.."
It wasn't until I wrote back a 2nd time that I was given a $100 refund - for a photobooth we didn't even want or would've had otherwise. I understand we're human and make mistakes, but if you're a business fulfill your obligations and don't make your clients foot most of the bill when you screwed up! read more